"The Tower car park"

About: Gloucestershire Royal Hospital

This review is about the Tower car park, which is part of the hospital, though I assume run by a private company. We visited a very elderly neighbour who has had a stroke, and used the car park. On returning I had the right change, £1.80, but the machine would not take 5p pieces, so I ended up putting only £1.70 in. There was a restless queue behind me, no one had the change, so I went to the office located in the car park, expecting some help with then problem. I didn't get any. The staff (3, male) all told me how I'd done it all wrong, and after about 5 minutes told me that the machine would have pushed my payment and ticket out again. I ran back to the machine but payment and ticket had gone. I returned to the office and was told I would have to pay £1.80 to leave the car park. I agreed to pay, and asked to see the manager to put in a request to have their decision reviewed, as I felt I had already paid most of the fee. One of the males said he was the manager. He sat furthest away from the counter, and never bothered to stand up to attend to me. His manner was off-hand, though superficially polite, and he wasn't going to negotiate. I paid and left. In my view this is poor customer service (in fact no customer service at all) and reflects badly on the hospital.

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Responses

Response from Gloucestershire Royal Hospital

Hello there, Thank you very much for bringing this to our attention. You are correct in that our parking is provided by a company called Vinci and they manage the Tower car park. Would you be happy to speak to our patient liaison (PALS) team so we can take a few more details? They will also be able to provide you with contact information for Vinci if you'd like to discuss this with their head office. You can contact PALS on 0800 019 3282 or by emailing pals.gloucestershirehospitals@glos.nhs.uk Best wishes The team at Gloucestershire Hospitals NHS Foundation Trust

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